The Manager of 360 Cloud Solutions Client Engagement Department (CE Dept) will be responsible for ensuring that the department is aligned with overall company goals and special consideration given a business model based on recurring revenue, respecting the retention of clients and client satisfaction as key factors. This will include managing direct reports within the department, continual focus on driving customer engagement and operational excellence inter-department collaboration, sales, and developing and maintaining vendor/partner relationships as detailed below.

FLSA Status: Exempt

Department: Client Engagement

Reports to: COO

Supervisory Responsibility: Yes

Location: Raleigh, NC

 

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Essential Duties and Responsibilities

  • Drive managed services customer engagement and operational excellence, including process definition and improvement, and high-quality reporting.
  • Monitor CE Dept. performance with tracking of key KPIs that are agreed upon with the COO. These should include at a minimum:
    • Margin
    • Regular client touchpoints documented, and executive as related to all tiers.
    • License Revenue as tied to assigned clients
    • Case Management / Support statistics
    • Client Renewal & Retention rates
    • Upsells by Client
    • Customer Satisfaction & Engagement Quality
    • Client Tiers
  • Per the above KPIs: establish and publish standardized NetSuite Dashboards for executive insight, prepare detailed reports, both current and forecasting which are shared with the COO on an agreed-upon schedule.
  • Promote and build Partner and Vendor relationships that are beneficial for client’s optimal leverage of their ERP investments.
  • Escalate and resolving areas of concern as raised by clients promptly with visibility to key executive oversight (COO, CEO, President) as indicated.
  • Continually incorporate effective use of the 360 Cloud CRM system.
  • Oversee, execute and report on Client Communications as related to the CE Dept. such as newsletters, product updates, etc. (Marketing will assist with execution, but the CE Dept. is responsible for these activities).
  • Event Planning: Responsible for planning, executing, hosting, and reporting on Client Engagement related events.  This includes, but is not limited to, “360 Views”, Xperience Center events, SuiteWorld, User Groups, Client Meet and Greets, Client Appreciation Events.  The Manager of CE will also need to support Sales and Marketing event initiatives.
  • Sales: Develop and execute strategies to grow recurring revenue with existing 360 Clients. This could include the creation of Sales and Service Offerings Packages. *Collaborate with Marketing and Sales for execution as needed.
  • Ensure Renewal and Upsell License transactions are processed timely and accurately.
  • Develop and regularly poll client satisfaction, survey approach/technique to be approved by COO. Set a goal for a percentage of referenceable clients.
  • Monitor, evaluate, and process Account Assumption Requests (Partner of Record) after consultation with COO, CEO, and President.
  • Work with COO to develop and manage a department budget.
  • Focus and build on collaborative interdepartmental communications and a priority on “Teamwork” within the company to provide the optimal client experience.
  • Ensure effective recruiting, onboarding, professional development, performance management, and retention of a geographically distributed workforce.
  • Monitor and manage the productivity of direct reports.
  • Participation in company management meetings, offering Thought Leadership and a collaborative approach to goals and issues.
  • Positively represent 360 at industry & partner events.
  • In addition to management responsibilities, the CE Dept. The manager also remains responsible for CE activities as related to their own assigned territory.

Qualifications

  • 5+ years of staff management in consulting services or related environments.
  • 5+ years of experience leading customer engagements and own customer outcomes.
  • Experience using data to improve processes and track key metrics.
  • Experience with typical service/customer support: planning, coordinating, software selection and use, customer education and support, vendor liaison, troubleshooting, problem resolution, product evaluation, and documentation
  • Demonstrated experience of ethical leadership, with steadfast resolve and integrity.
  • Results-driven with the ability to effectively delegate.
  • Excel at strategic thinking, be open to new perspectives and better ways to do things.
  • Ability to work in a fast-paced environment, meet deadlines, and account for delays.
  • Ability to work collaboratively with a distributed workforce team.
  • Strong proficiency with personable verbal, written, and presentation skills.
  • Demonstrated ability to influence action and gain consensus to meet objectives with a team.
  • A high comfort level of Data analysis & Reporting (Excel, CRM, social media, etc.)
  • Proficiency in working or ability to learn to work with cloud-based tools such as NetSuite, ClickUp, Box, Slack, etc.

Other

  • Available during core business office hours.
  • Potential availability during off-standard business hours if indicated by the need of the department.
  • Ability to travel 25% of the time.

 

360 Cloud Solutions is a premier IT consulting firm that helps companies grow through the strategic and expert implementation of cloud-based business management, FP&A, and subscription billing software.  The Client Engagement team plays a key role in implementing the company’s customer service strategy, with a focus on the customer experience, uncovering cross and upsell opportunities, and maximizing the gross margin.

We Are An Equal Opportunity Employer

It is the policy of 360 Cloud Solutions to provide equal opportunity for all qualified persons.  Our company’s recruiting, hiring, and employment practices are based solely on the job-related criteria, and we do not discriminate based on any federal, state, or locally protected class.

 

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